Corporate and Organisational Focus

Welcome to the Corporate and Organisational Focus section

This area looks at the strategies that have a direct effect on a company’s bottom line.

So whether you’re looking for practical tips on improving cost-effectiveness or evolving into a customer-focused organisation, this is the place to be.

• Benchmarking survey results
• Benchmarking your customer service
• Cost of customer complaints
• Customer feedback driven corporate strategy
• Customer Journey Mapping (CJM)
• Differentiating on value rather than price
• Getting board members to listen to customers. Get the right metrics
• Going beyond Customer Journey Mapping
• Improving price satisfaction without lowering prices!
• Increasing sales to current customers
• Introduction to Customer Value Management (CVM)
• Maximising account management through customer feedback
• Maximising return on investment from customer service
• Maximising Return on Marketing Investment
• Maximising the value of customer data you already have
• Sharing customer experience successes
• Understanding your value to your customer
• Using customer feedback to grow business process outsourcing (BPO) companies